Cancel prime account holder

[20211]

My husband, xxxxxxxx has died and I need to cancel his portion of the account  I still wish to keep my account

[BKNS27]

@20211 

You can dial 611 on his phone but you will need his security PIN to stop payment and it will cancel after 90 days for non-payment.

[HALIMACS]

@20211 

It certainly sounds frustrating and sometimes dealing with customer support can be challenging around here, especially when you’re likely dealing with so many other things right now.

I would suggest that you do try to make contact with the customer support agents and briefly advise them of the account and service you need to cancel and hopefully an understanding support person will walk you through this process given the situation.

Let them know of the recent passing, and surely they have a means to assist finalizing the service.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[hTideGnow]

Hi @20211 

Sorry for your loss

If the account is auto-paid by a card that is not going to be cancelled soon, it will continue to work.  So, there is no rush to try to get access to the My Account 

And in this case, I think best to message PM support to work it out with them.  They will for sure ask you some verification questions

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[computergeek541]

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@CountyDownIeUk wrote:

As per @Meow directions, there is a bit of an alternative  way. 

Log into My Account 

Suspend the Account 

* Put a prepaid credit card on the account .... like a Vanilla Mastercard. 

Turn off auto pay as a back up to suspending the account. 

Spend the prepaid credit card elsewhere 

* There are other members here that will provide you with a prepaid credit card number that has no funds left on it, that PM will accept for auto-pay.  

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Unfortuantely, that won't work as 20211 doesn't have access to the account.

[CountyDownIeUk]

As per @Meow directions, there is a bit of an alternative  way. 

Log into My Account 

Suspend the Account 

* Put a prepaid credit card on the account .... like a Vanilla Mastercard. 

Turn off auto pay as a back up to suspending the account. 

Spend the prepaid credit card elsewhere 

* There are other members here that will provide you with a prepaid credit card number that has no funds left on it, that PM will accept for auto-pay.  

[CountyDownIeUk]

Sorry to hear of your loss. 

Keep in mind that both you and your husband each have an account and each have a separate email address to log into your My Account. There is only one name, one phone # per account. No accounts have multiple phone numbers. 

Some one that that can help with the unwanted  Account is @darlicious 

[Meow]

My condolences 😞

Each PM account is separate.

What you would have to do is to log in to his account and remove autopay.

Contact agent to remove credit card number from his account.

With no autopay account will be suspended on next renewal and deleted after 90 days of no pay.

If you can find somebody willing to take his number, porting (transferring) phone number to another provider deletes PM account immediately.

If he had a lot of rewards (loyalty, referrals, etc.) you could try to find somebody who would be willing to take over his PM account. Then just replace credit card info with new card number and pass SIM to another person.

[dust2dust · Accepted solution]

If his credit card is also paying for your account then you will need to change your registered credit card on your account. Then if and when his credit card gets closed his account will fail for lack of payment.

User @darlicious has a long explanation for folks that have lost a spouse. Maybe she can chime in.

[computergeek541]

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@20211 wrote:

I do not know his password  I s there another option to cancel other than cancelling mine as well

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Is it his credit card paying for his account?  That would stop working as soon as the bank is informed that he has passed.  His account is unrelated to yours.

[20211]

I do not know his password  I s there another option to cancel other than cancelling mine as well

[20211]

this is incredibly frustrating

[Handy1]

@20211  First very sorry for your loss .. Couple options if you no the log info you can sign into self serve and disable auto pay another option is to reach out to support and have them remove cc info right away … also when you send death certificates to his bank it will cancel the card and not be charged again 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[computergeek541]

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@20211 wrote:

My husband, xxxxxxxx has died and I need to cancel his portion of the account  I still wish to keep my account

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Sorry to hear about this.  Your phone number wouldn't be on the same account as his.  EAch Public Mobile phone njumber is in a sepearte account.  Aftter payments have stopped, your husband's account will close after 90 days of being in suspesion.  Do you know your husband's password?  If you know the password, disable pre-authorized payments in the account.

[dust2dust]

Very sorry for your loss.

Accounts aren't associated here. Each one is individual. Are you able to log in to his account?

Some people may also prefer to keep the account active for a while in case there are other verifications needed for other services.